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论文编号：	10735
作者编号：	2120163308
上传时间：	2018/12/9 20:29:39
中文题目：	中国人民银行天津分行营业管理部基于ITIL的IT服务管理研究
英文题目：	A Study on the The People’s Bank of ChinaTianjin Operations Office Based On ITIL
指导老师：	严建援
中文关键字：	信息技术服务管理;信息技术基础架构库;信息技术基础设施运营成熟度;金融科技
英文关键字：	Information Technology Service Management;Information Technology Infrastructure Library;Information Technology Infrastructure Operation;Financial Technology
中文摘要：	随着信息化技术的日益深入完善，在国民的日常生活、生产中对IT 信息系统的依赖越来越深，中国人民银行作为我国金融行业的命脉、重要的金融支撑机构，运营着诸多金融业的重点基础设施及业务系统，这对央行各级IT管理部门的履职带来了愈加严峻的挑战。 中国人民银行天津分行营业管理部科技管理部门作为小微型IT服务管理部门，承担辖内金融网络及重要业务系统运维工作，并对本单位业务部门提供开发、维护等IT技术支持。日常IT服务管理工作中，科技管理部门存在着工作面广、人手短缺、知识储备不足等境遇，如何利用先进的IT服务管理理念，对IT服务管理工作进行梳理，提高管理效率，确保IT保障变得尤为重要。 本文详细调研了国际与国内基于ITIL的IT服务管理的现状及发展趋势。对ITIL的发展历程及ITIL2011的体系结构进行分析，阐述了ITSM与ITIL的关系，并研究了IT基础设施运营成熟度模型。 基于中国人民银行天津分行营业管理部IT服务管理现状，本文对其IT服务管理部门面临的问题和压力进行分析，运用IT基础设施运营成熟度模型从人员、流程、技术、业务支持四个角度出发，以调查问卷为载体，提取问题表象，并对中国人民银行天津分行营业管理部IT服务管理部门引入IT服务管理的必要性进行论证。 针对中国人民银行天津分行营业管理部IT服务管理部门的ITIL服务管理模型的修正与构建，从组织架构整合与建立健全制度入手，本文重点研究了服务台职能，完成对服务目录的构建，梳理了事件管理、问题管理、知识库管理、变更管理、资产配置管理六项基本流程。 文章最后详细设计了基于中国人民银行天津分行营业管理部的ITIL修正框架的项目实施，定义了阶段执行目标，对项目实施的关键因素进行了剖析，并对项目的实施保障进行了规划，同时对项目实施过程中的风险点进行分析，提出风险控制方案，最终形成项目实施的应急机制。最后从研究成果和研究创新点着手，对全文进行了成果总结与展望。
英文摘要：	The more the information technology develops nowadays, the more reliance on IT information systems in the daily life and production area. As the important financial support institution, the The People’s Bank of China manages many vital financial and operation systems which bring increasing challenges to the IT management departments in the central bank (The People’s Bank of China). As a branch of the The People’s Bank of China, Tianjin Operations Office shoulders the maintenance of financial network and important operations systems within its jurisdiction, and provides IT technical support in operation development and maintenance. In the daily IT services management work，the technical department encounters the conflict between comprehensive work，short-handed and insufficient knowledge which leads to the inefficient work. Therefore, in order to guarantee the efficient IT services, it becomes more important to utilize the advanced IT service management concept and summarize the IT service management work. This paper investigate in detail through the current status and development trends of international and domestic ITIL-based IT service management. It analyzes the development history of ITIL and the architecture of ITIL2011, expounds the relationship between ITSM and ITIL, and studies the IT infrastructure operational maturity model. Based on the current situation of IT service management inTianjin Operations Office, this paper analyzes the problems and pressures in IT service management departments. With the use of the IT infrastructure operational maturity model and the related questionnaire, this paper demonstrate the necessity of introducing IT service management in Tianjin Operations Office from four perspectives--personnel, process, technology and operation. Starting from the organizational structure integration and establishing a sound system, this paper focuses on the service desk functions research within the revision and construction of the ITIL service management model in Tianjin Operations Office. Then perform the six basic processes including event management, problem management, knowledge base management, change management, and asset allocation management. In the last part, this paper designs and implements the project implementation based on the ITIL revision model in Tianjin Operations Office. From the perspectives of power and responsibility formulation, cost control and system formulation, this paper defines the stage implementation goals and analyzes the key factors in project implementation. Meanwhile, the paper also provides the risk control plan through the analysis for particular risk points in the project implementation process. Finally, this paper gives a summary and prospects a future research based on the conclusion.
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